How we're changing our broadband customer service scores

Previously, our scores were based on a site poll of MoneySavingExpert users. We’ve now moved to using a large, nationally representative YouGov survey, giving a broader, more balanced picture of customer experience.

You'll see the new score on the results card when you do a broadband comparison using our tool.

We believe this update should make it clearer which firms are delivering good service – and which aren’t. Our customer service rating has nothing to do with price. It only looks at how good each company is to deal with.

While no measure of customer service is ever perfect, we think this gives a strong, balanced view of what you can expect. We’ll update the scores regularly to keep the ratings as relevant as possible.

How providers are rated (and why it’s changed)

We now group providers into four categories based on their scores:

• 7.5 and above: 'Excellent'

• 7.0 to 7.49: 'Good'

• 5.0 to 6.9: 'OK'

• Below 5.0: 'Poor'

With our new methodology, most providers tend to score higher overall. That means a score of around six may be on the lower end compared to others, but it isn’t necessarily bad. So we’ve avoided calling these mid-range scores 'poor' – which is why there are currently no firms rated as poor.

This should better reflect what customers really think, while still making it easy to spot the best performers.

How providers stack up for customer service

According to our latest YouGov survey, from April 2026, Zen, Community Fibre and Toob were the joint top-rated firms for customer service, while Now Broadband came out lowest.

How we crunch the numbers (the nerdy bit)

This is how we calculate the scores:

• YouGov survey: We ask YouGov to run a survey of around 10,000 people on broadband providers’ customer service. From this, we aim to get thousands of responses from people responsible for their household’s broadband, rating providers from 0 (worst) to 10 (best).

• Reliable sample only: We only include providers with at least 50 responses, as anything less isn’t statistically robust.

• Scoring formula:

1. Calculate the percentage of respondents who gave each score out of 10 (for example, the percentage who rated Zen a 10).

2. Multiply each percentage by the score (eg, 57% of people gave Zen a 10, 10 x 0.57 = 5.7)

3. Then, those are added up to give a weighted average out of 10.

This gives a consistent, comparable customer service rating for each provider.

How to use the scores

These scores give you a quick, easy way to compare how providers treat their customers when you're doing a broadband comparison using our tool.

They reflect average experiences, so individual service can still vary, but they should give you a good idea of what to expect before you sign up.